Technical Support Engineer, L2

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Manage escalated L2 support tickets by investigating, reproducing, and resolving intricate platform issues such as logic failures, integration errors, and workflow malfunctions.

• Conduct root cause analysis and document findings in defect reports and troubleshooting guides.

• Update and maintain runbooks and knowledge base articles reflecting recurring issues and their resolutions.

• Differentiate between bugs and feature requests; escalate to L3/L4 engineering with precise defect descriptions when necessary.

• Assist in UAT test case execution and validation during platform releases and updates to templates.

• Provide support to end-customers regarding platform configuration, workflow navigation, and usage.

• Collaborate with BA and QA teams to document issue patterns and enhance support workflows.

• Take part in ticket triage, prioritization, and SLA tracking.

⛳️ Requirements

• A minimum of 2 years of experience in technical support, application support, or a related field.

• Practical experience with SaaS platform support, including ticket triage and escalation processes.

• Basic proficiency in Python scripting for log analysis or automation tasks.

• Fundamental understanding of REST APIs, authentication flows, and RBAC principles.

• Familiarity with AWS CloudWatch or other similar monitoring tools.

• Ability to read logs, identify errors, and conduct structured troubleshooting.

• Experience with support/ticketing tools such as Jira, Zendesk, or similar platforms.

• Excellent written and verbal communication skills in English (B2 level); capable of composing clear defect reports and runbook entries.

• Experience in Agile or structured support environments.

• Preferred: Exposure to AI/LLM, voice agents, or conversational platforms; background in contact centers, IVR, or telephony support; experience with low-code/no-code platform configuration.

🏝️ Benefits

• A culture of relentless performance: become part of an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive compensation and benefits: enjoy a comprehensive package that includes health insurance, language courses, and a relocation program.

• ForeverRemote work culture: leverage the flexibility that remote work offers.

• Growth mindset: benefit from various professional development opportunities, including certification programs, mentorship initiatives, internal mobility, and internships.

• Global impact: work on significant projects for leading global clients and help shape the future of various industries.

• Welcoming multicultural environment: join a vibrant, global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

• Commitment to social sustainability: be part of our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.